Branch Operations Specialist SG

CIMB Singapore; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

CIMB Singapore is seeking a Customer Service Executive to enhance branch operations and provide exceptional customer service. The successful candidate will handle banking transactions, manage cash activities, and ensure compliance with regulations while delivering excellent service to customers.

Applicants should hold a diploma and ideally have at least one year of experience in branch banking or tellering. Strong interpersonal and communication skills are essential for success in this role.

Qualifications

• Minimally, a Diploma holder.
• At least 1 year of tellering and/or branch banking experience.
• Knowledge of customer service principles and practices.

Responsibilities

• Assist in managing branches and provide guidance to branch operations.
• Perform daily banking transactions accurately and efficiently.
• Attend to all customer inquiries on banking products promptly.

Skills

Customer service oriented

Strong communication skills

Organizational skills

Attention to detail

Strong mathematical skills

Team player

Service-oriented

Education

Diploma holder

Tools

Relevant computer applications

Job description

Responsibilities

JOB DESCRIPTION

Strategy and Planning

• Assist CSM/ASM to manage the branches and provide guidance to branch operations and service network.
• Exceptional time management, communication and excellent customer service skills.
• Responsible for all AML/CFT, risk management, compliance and audit matters as a Customer Service Executive ("CSE") targeting a Good/Satisfactory rating.
• Ensure Branch operations quality, customers’ satisfaction and service excellence at all touchpoints.
• Ensure Key Performance Indication ("KPI") & Key service index set by the bank are met (e.g., 90% of customer served with 5-10mins).

Business Performance and Management

• Perform daily banking transactions at the branch, including teller duties accurately and efficiently. Manage the cash activities at the branch.
• Attend to all customer enquiries on banking products and service promptly.
• Be customer obsessed and deliver excellent customer banking experience.
• Handles clerical and administrative duties.
• Adhere to regulations, Internal Policies and Procedures, Customer Service User Guides and SOP of the Bank.
• Keeping a clean desk policy and professional appearance.
• Be professional in engaging customers and always be courteous. (i.e., Greet, Service/Smile & Thank you!).
• Handle currency, transactions and confidential information in a responsible manner. Maintaining and balancing cash drawers and reconciling discrepancy.
• Inform customers about bank products and services.
• To undertake any other duties which may be assigned by the Head of Department & supervisors from time to time.
• Perform the needed security checks e.g. keeping a look out for counterfeit, validate customers’ identities/signatures. If staff has detected any fraud, to follow the Bank’s protocol.
• Complete required daily tasks e.g. checking of advices/vouchers and balancing cash position.

People Management

• Monitors branch service, provide coaching and supervision to Officers to achieve standards set by the bank. Maintain department discipline and morale so that the department staff functions as a team.
• Ensure staff are dressed professionally and branch premise is well kept and clean.
• To attend relevant courses for upskilling.

Compliance

• Comply with regulatory requirements, internal P & P, CSUGs & SOP.
• Adhere to Governance, Risk Management and Compliance standards to achieve operational excellence.

Requirements

Qualifications

• Minimally, a Diploma holder.

Professional Qualification and/or Regulatory, Licensing Requirements

• Proficient in relevant computer applications
• Knowledge of customer service principles and practices
• Knowledge on basic Retail Banking products and services

Relevant Work Experience

• At least 1 year of tellering and/or branch banking experience.

Technical/Functional Skills

• At least 1 year of tellering and/or branch banking experience
• Organizational skills
• Knowledge of proper cash handling procedures
• Attention to detail
• Strong mathematical skills

Personal Skills (Soft Competencies)

• Service-oriented
• Strong Communication skills
• Customer service oriented
• Team Player
• Meticulous
• Interpersonal skills